Role Title: Head of Infrastructure
 
Position Overview:
The Head of Infrastructure - Philippines will be responsible for leading the Philippines infrastructure team, ensuring operational excellence, team engagement, and service delivery aligned with global standards. Reporting to the US Head of Infrastructure, this leader will oversee day-to-day infrastructure operations, manage KPIs, foster a high-performing and collaborative culture, and drive talent retention and development initiatives.
Key Responsibilities:

• Infrastructure Operations Management
  • Oversee infrastructure support, systems management, network operations, and service availability across the Philippines operations.
  • Ensure compliance with global IT standards, security protocols, and operational policies.
  • Drive continuous improvement in infrastructure services to meet evolving business needs.
• Performance and KPI Management
  • Monitor, manage, and report on operational KPIs related to uptime, incident resolution, service requests, and infrastructure project delivery.
  • Analyze operational metrics to identify trends, address gaps, and proactively improve service performance.
• Team Leadership and Talent Management
  • Lead, mentor, and develop a team of infrastructure professionals, fostering an environment of accountability, innovation, and continuous learning.
  • Create and implement strategies to drive employee engagement, professional development, and retention.
  • Act as a culture carrier, promoting collaboration, ownership, and alignment with global company values.
• Stakeholder Collaboration
  • Serve as the primary liaison between the Philippines infrastructure team and the global infrastructure leadership.
  • Work closely with peers in IT operations, cybersecurity, applications, and business units to ensure infrastructure services meet organizational needs.
• Strategic Support and Transformation
  • Support initiatives to modernize infrastructure, implement new technologies, and drive digital transformation goals.
  • Partner with global and regional leadership on strategic infrastructure projects and business continuity planning.

Qualifications:

• 10+ years of infrastructure leadership experience within global organizations, ideally in insurance, financial services, or shared services environments.
• Strong technical knowledge across infrastructure domains including network management, server management, cloud computing, and IT security best practices.
• Demonstrated experience managing KPIs and using data to drive operational improvements.
• Proven track record of building, developing, and retaining high-performing teams.
• Strong understanding of IT service management (ITSM) frameworks such as ITIL.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field required; Master’s degree or certifications (e.g., ITIL, PMP) preferred.

Key Competencies:

• Results-oriented leadership with operational discipline
• Strong people management and coaching skills
• Data-driven decision-making and KPI management
• Excellent communication and stakeholder management abilities
• Change management and process improvement mindset
• High integrity and cultural sensitivity